Front Office Manager The First Group

As Front Office Manager, you will be the face of Ciel Dubai s guest arrival and departure experience. You ll lead a dynamic front office team to deliver smooth, engaging, and personalized service while ensuring operational excellence, guest satisfaction, and team development in line with our luxury brand standards.

Key Responsibilities

• Manage all aspects of the Front Office operations including Reception, Guest Relations, Bell Desk, and Night Audit.

• Lead and inspire the front office team to deliver exceptional, personalized guest service that reflects the Ciel brand.

• Ensure smooth and efficient check-in/check-out procedures with a focus on luxury service and attention to detail.

• Maintain a strong presence in the lobby, engaging with guests and resolving concerns proactively and professionally.

• Collaborate with other departments (Housekeeping, Engineering, F&B) to ensure seamless guest experiences.

• Oversee daily shift briefings, staff scheduling, and performance management.

• Monitor guest feedback, online reviews, and service scores, implementing improvement plans where necessary.

• Train, mentor, and develop team members to maintain a high level of professionalism and service consistency.

• Ensure full compliance with all hotel policies, SOPs, safety, and local regulations.

• Support the pre-opening phase, including team recruitment, training, system setup (e.g., PMS), and process design.

• Minimum 4 years of experience in front office leadership, preferably in a 5-star or luxury hotel environment.

• Pre-opening experience is a strong advantage.

• Proficient in Opera Cloud or equivalent PMS.

• Excellent leadership, communication, and guest engagement skills.

• Ability to multitask and manage high-pressure situations with grace and professionalism.

• Passion for hospitality and a genuine commitment to exceeding guest expectations.